Customer Success Specialist (Mandarin Speaker) - Full-Time

Teleperformance Malaysia Sdn Bhd; Kuala Lumpur; Presencial; MYR 47.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Career development

Health insurance

Work environment

Descripción de la vacante

Teleperformance Malaysia Sdn Bhd is seeking a dedicated Customer Success Specialist (Mandarin Speaker) to join our call center team in Kuala Lumpur. This full-time role focuses on delivering exceptional service to Mandarin-speaking customers and building strong relationships.

You will resolve inquiries, provide product information, and collaborate with colleagues to ensure high customer satisfaction and retention.

Formación

• Fluent in Mandarin Chinese (written and spoken)
• Previous customer-facing experience, preferably in call center or support
• Excellent verbal and written communication
• Strong problem-solving abilities under pressure
• Patient, empathetic, and active listener
• Comfortable with computer systems and CRM platforms
• Able to manage multiple interactions simultaneously
• Reliable with good attendance
• Secondary school certificate or equivalent; customer service qualifications are a plus

Responsabilidades

• Handle inquiries via phone, email, and chat with professionalism and empathy
• Provide accurate Mandarin information about products and services
• Resolve issues and escalate when needed
• Maintain detailed records of interactions in the system
• Identify customer needs and provide tailored solutions
• Follow procedures and quality standards consistently
• Meet performance targets (AHT, FCR, CSAT)
• Collaborate with teammates and other departments
• Provide feedback to management on customer concerns
• Participate in training and development programs

Conocimientos

Mandarin Chinese

Customer service

Communication

Problem solving

Patience & empathy

Technical proficiency

Multitasking

Reliability

Education: secondary school

Preferred experience: financial/tech/e

Educación

Secondary school certificate

Customer service qualifications

Herramientas

CRM platforms

Office software

Descripción del empleo

About the role

Teleperformance Malaysia Sdn Bhd is seeking a dedicated Customer Success Specialist (Mandarin Speaker) to join our dynamic call center team in Kuala Lumpur. This is a full-time position based at our office location. As a Customer Success Specialist, you will be the voice of our organization, delivering exceptional customer service and support to our Mandarin-speaking clientele. Your role is crucial in building strong customer relationships, resolving inquiries efficiently, and ensuring customer satisfaction remains at the highest level. This position is integral to our mission of providing world-class customer support and contributes directly to our clients' success and retention.

Key responsibilities

• Handle incoming customer inquiries via telephone, email, and chat channels with professionalism and empathy
• Provide accurate information about products and services to customers in Mandarin Chinese
• Resolve customer issues and complaints in a timely and satisfactory manner, escalating complex matters when necessary
• Maintain detailed and accurate records of all customer interactions and transactions in the system
• Identify customer needs and provide tailored solutions to enhance their experience
• Follow company procedures, policies, and quality standards consistently
• Achieve performance targets including call handling time, first-call resolution rate, and customer satisfaction scores
• Collaborate with team members and other departments to ensure seamless customer support
• Provide feedback to management on customer concerns and suggestions for service improvements
• Participate in training sessions and continuous professional development programmes

What we're looking for

• Fluent Mandarin Chinese speaker: Native or near-native proficiency in Mandarin Chinese, both written and spoken, is essential
• Customer service experience: Proven experience in a customer-facing role, preferably in a call center or customer support environment
• Communication skills: Excellent verbal and written communication abilities with the capacity to explain complex information clearly
• Problem-solving abilities: Strong capability to think critically and resolve customer issues efficiently under pressure
• Patience and empathy: Genuine ability to listen, understand customer concerns, and respond with compassion
• Technical proficiency: Comfortable working with computer systems, CRM platforms, and standard office software
• Multitasking skills: Capable of managing multiple customer interactions simultaneously while maintaining quality service
• Reliability: Punctuality, commitment to attendance, and dependability in meeting deadlines
• Education: Secondary school certificate or equivalent; additional qualifications in customer service are advantageous
• Preferred experience: Background in financial services, technology support, or e-commerce customer service would be beneficial

What we offer

At TP Malaysia, we are committed to supporting the wellbeing and career development of our employees. We offer a comprehensive benefits package designed to recognize your contributions and support your growth:

• Competitive salary: Market-competitive compensation reflecting your skills and experience
• Career development: Opportunities for training, upskilling, and progression into supervisory or management roles
• Health and wellness: Access to health insurance and wellness programmes to support your physical and mental wellbeing
• Work environment: A supportive and inclusive workplace culture where your contributions are valued
• Performance incentives: Bonuses and rewards for achieving and exceeding performance targets
• Job stability: Full-time permanent position offering security and consistent employment
• Team support: Collaborative team environment with experienced colleagues and management support